Ethiopian to establish call center to its customers for 24 hours service

May 11, 2010

Ethiopian Airlines to establish a call center

Addis Ababa, Ethiopia, May 11, 2010 – The Ethiopian Airlines announced that it has entered into an agreement with InetrGlob Technologies (IGT) to establish a call center that will provide Ethiopian customers access to its services 24 hours a day.

In a press statement its sent to ENA on Tuesday the Ethiopian said the initial phase to the call center service is planned to go live as of June 2010 covering North America, Europe and Asia.

The project will be completed in three phases through October 2010 covering the rest of the world.

The call center will compliment the company’s website and e-ticketing activities as customers now have the option to reach Ethiopian via phone at any time.

The services encompass reservations, sales, ticketing ,flight information , flight irregularity handling , Sheba Miles enrollment and support programs and other similar queries.

IGT will be managing the call center operation across its centers based in Gurgaon (India) and Cairo (Egypt) , supporting calls in English French, German and Arabic, while setting up the infrastructure and process to handle Amharic and local calls in Addis with the same system.

Ethiopian long term objective is to establish a similar call center in Ethiopia. The projected call center is therefore, a precursor to the eventual transfer to technology and capacity building at home.

Ethiopian Chief Operating Officer, Tewolde Gebrmariam said “ our objective has always been to explore ways and means to enhance our service so as to provide efficient and convenient traveling experience to our customers. Hence, our latest move to avail real-time information is apart of the effort to increase passengers’ convenience.

The call center will enable customers to get accurate information regarding their flight status .The center will have the capacity to reach costumers at a short notice and avail information using multimedia channels such as email, SMS or even calls at preferential outbound rates all times.

“ This partnership with Ethiopian airlines integrates our technology, processes and best practices to provide high quality customer satisfaction to the airline industry,” CEO of IGT Vipu Doshi said.